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G3 · 1 month ago

Player Support Project Manager (China)

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

TransPerfect Gaming is a global team of passionate gamers offering world-class player support and more. As a Player Support Project Manager, you will lead a large team to maintain high standards of service, focusing on performance metrics and client satisfaction while managing project budgets and improving processes.

ConsultingTranslation Service

Responsibilities

Design, maintain, and deliver regular Google Sheets based reports and agent journals covering quality, productivity, and player satisfaction

Serve as the main point of contact, ensuring client satisfaction through high-level communication and providing actionable insights

Lead by example, training managers by demonstrating best practices. Oversee and coordinate all team members involved in your projects

Regularly review team performance through one-on-one feedback sessions. Utilise performance data to identify and nurture future leaders

Select, interview, and onboard new team members at all levels. Set criteria for and supervise project tests and training programs

Actively seek and implement methods to enhance project efficiency. Recommend new tools, processes, or policies to boost overall performance

Develop and implement solutions for potential challenges identified through project data. Advise on operational risks and capacity issues

Ensure all project information is meticulously documented and clearly communicated to clients

Collaborate with internal and external stakeholders to align project goals and ensure successful outcomes

Stay updated with the latest technologies and tools in the gaming industry to incorporate innovative solutions into the support process

Effectively manage project budgets to ensure cost-efficiency while maintaining high quality

Promptly handle escalations and crisis situations to maintain client trust and project stability

Ensure all support processes comply with relevant legal, regulatory, and security requirements to protect client and player data

Qualification

Client RelationsZendeskProject ManagementTeam LeadershipGoogle WorkspaceGDPR KnowledgeData Privacy RegulationsCrisis ManagementAnalytical SkillsMultitaskingFluency in EnglishFluency in ChineseOrganisational Skills

Required

A deep passion for mobile games with a solid understanding of how gaming communities work

Highly skilled in Zendesk, Google Workspace, Discord, Teams, and Slack

At least 3 years in a similar management role with proven experience managing teams of over 50 members

Comprehensive understanding of GDPR and data privacy regulations within team operations and client interactions

Demonstrated ability to achieve high CSAT levels through effective team management and client relations

Proactive approach to problem-solving and strong analytical abilities, with experience in designing, maintaining, and delivering detailed reports using Google Sheets

Exceptional leadership skills to inspire and manage a large, remote team and excellent communication abilities for managing client relationships

Excellent organisational and multitasking abilities to handle multiple projects simultaneously in a dynamic, high-pressure environment

Experience managing a multilingual team operating 24/7, with the ability to adapt to changing environments efficiently

Fluency in English and Chinese